IT Platform Analyst

Summary

Allegion is a global safety and security company specializing in products and solutions for doorways, access management, and related applications. The IT Platform Analyst/Administrator will administer and enhance Zendesk-based customer experience platforms, develop Help Center experiences and AI-powered chatbots, optimize workflows, and support integrations, reporting, security, and user enablement across multiple brands.

Responsibilities

• Own day-to-day administration of Zendesk Suite (Support, Guide, Chat, Talk, Explore) across multiple Allegion brand instances, while helping to manage and integrate adjacent IT and business systems
• Design, develop, and maintain branded Help Center sites using HTML and CSS, including custom theme modifications and reusable article templates
• Build, configure, and continuously improve AI-powered chatbots and automated workflows using Power Automate FLOW, Zendesk Flow Builder, Answer Bot, and Zendesk AI Agents
• Configure and optimize ticket routing, triggers, automations, macros, views, SLAs, and business rules to support evolving operational needs
• Partner with cross functional IT, Customer Success, and product teams to translate business requirements into scalable solutions
• Manage user roles, permissions, groups, and organizations across multi-brand environments with appropriate access controls
• Build and maintain custom dashboards and reports in Zendesk Explore to surface actionable insights for leadership and operations teams
• Evaluate, implement, and support third-party Zendesk Marketplace apps and API integrations to extend platform capability
• Lead chatbot conversation design including intent mapping, fallback handling, and handoff-to-agent logic
• Ensure platform health through regular audits, data hygiene practices, and compliance with security and privacy policies
• Serve as the internal subject matter expert on Zendesk, providing training and guidance to support team members and administrators

Skills

• Qualified candidates must be legally authorized to be employed in the United States
• * Bachelor's Degree in Computer Science, Information Systems, or a related field, or equivalent years of relevant work experience
• * 3+ years of hands-on administration experience with enterprise IT applications or SaaS platforms (e.g., Zendesk, Salesforce, ServiceNow, Freshdesk, HubSpot)
• * Proficiency in HTML and CSS for Help Center customization — you should be comfortable editing themes, styling article layouts, and troubleshooting rendering issues
• * Demonstrated experience building chatbots, conversational flows, or automated routing logic
• * Strong working knowledge of core support tools: Ticketing, Knowledge Management, Live Chat, Cloud Telephony and Analytics
• * Experience with REST APIs, webhooks, and integrating SaaS platforms with external systems
• * Strong analytical mindset with the ability to design and interpret custom reports and dashboards
• * Ability to manage multiple priorities in a fast-moving environment while communicating clearly with stakeholders at all levels
• * Excellent written and verbal communication skills, including the ability to document configurations and processes for both technical and non-technical audiences
• * Familiarity with templating languages (e.g., Liquid, Handlebars) for dynamic content within tickets and articles is a plus
• * Zendesk Administrator Certification (or equivalent platform certifications) preferred
• * Experience managing multi-brand or enterprise-scale software environments preferred

Qualifications

Must Haves

• Qualified candidates must be legally authorized to be employed in the United States
• * Bachelor's Degree in Computer Science, Information Systems, or a related field, or equivalent years of relevant work experience
• * 3+ years of hands-on administration experience with enterprise IT applications or SaaS platforms (e.g., Zendesk, Salesforce, ServiceNow, Freshdesk, HubSpot)
• * Proficiency in HTML and CSS for Help Center customization — you should be comfortable editing themes, styling article layouts, and troubleshooting rendering issues
• * Demonstrated experience building chatbots, conversational flows, or automated routing logic
• * Strong working knowledge of core support tools: Ticketing, Knowledge Management, Live Chat, Cloud Telephony and Analytics
• * Experience with REST APIs, webhooks, and integrating SaaS platforms with external systems
• * Strong analytical mindset with the ability to design and interpret custom reports and dashboards
• * Ability to manage multiple priorities in a fast-moving environment while communicating clearly with stakeholders at all levels
• * Excellent written and verbal communication skills, including the ability to document configurations and processes for both technical and non-technical audiences

Nice to Haves

• * Familiarity with templating languages (e.g., Liquid, Handlebars) for dynamic content within tickets and articles is a plus
• * Zendesk Administrator Certification (or equivalent platform certifications) preferred
• * Experience managing multi-brand or enterprise-scale software environments preferred

Benefits

• Investment in professional development
• Generous paid time off
• Health, dental and vision insurance coverage
• 401K plan with a 6% company match and no vesting period
• Tuition Reimbursement
• Unlimited PTO
• Employee Discounts through Perks at Work
• Community involvement and opportunities to give back
• Opportunities to leverage your unique strengths through CliftonStrengths testing and coaching